Cisco Systems is introducing new versions of two Internet protocol applications to help companies better manage ever-evolving call center models.

Until recently, a call center consisted of scores of agents in a central facility answering phones. But new online help tools and ability of network managers to add off-site agents during peak times have altered the equation.

"The beauty of (Cisco's approach) is that it embraces the extension of traditional centers with expanded capabilities, as well as a leading-edge center with a distributed, IP-based customer service infrastructure," said Sheila McGee-Smith, president of McGee-Smith Analytics, a Pittstown, N.J., research firm.

"We were looking to add a large number of agents to our existing call center, while expanding and increasing our ability to interact with our customers through channels other than the phone," said Frank O'Connor, CTO of YHD Foxtons, a fast-growing real estate company that tested the offerings.